The Practice staff shall always show due respect and courtesy when dealing with patients and their representatives. We respectfully request that patients and their representatives do the same when dealing with members of the practice team.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.
No form of aggression (whether verbal or physical in nature) will be tolerated - any instances of such behaviour on the practice premises may result in the perpetrator being reported to the Police and removed from the practice’s List of Registered Patients.
Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
Examples of Unacceptable Standards of Behaviour
- Violence
- Excessive noise e.g. recurrent loud or intrusive conversation or shouting
- Threatening or abusive language involving swearing or offence remarks
- Derogatory racial or sexual remarks
- Homophobic, biphobic, transphobic remarks
- Derogatory remarks regarding someone’s sexual orientation
- Malicious allegations relating to members of staff, other patients or visitors
- Offensive sexual gestures or behaviours
- Abusing alcohol or drugs on practice premises
- Drug dealing on practice premises
- Wilful damage to practice property
- Threats or threatening behaviour
- Theft
Our staff have the right to be treated with dignity and respect at all times. They should be able to do their jobs without being physically or verbally abused. Anyone found abusing the staff in person or on the telephone will be asked to leave the practice or the call ended. This behaviour will NOT be tolerated.